Technical Support Specialist

Job Description and ResponsibilitiesWillow Valley is hiring a Technical Support Specialist to provide skilled Technical Support to supply Residents with internet and television services using the WVC infrastructures and associative technologies.

 

Opportunities with WVC: 

• Excellent benefits package, including medical, dental and vision
• Generous PTO package
• Career growth opportunities
• Use of amenities, such as our fitness center, spa, cafes and swimming pools
• Plus many more

Wage:

• From $27.00/hr + based on experience

Responsibilities:

• Apply computer and technical expertise to Residents purchasing WVC technology with connections to CampusTV and CampusNet. Assistance provided is based on the Resident Internet IT Policy. 
• Provide primary support to maintain and administer the dominant CMTS infrastructure including knowledge of coax cabling, amplifiers, filters, electrical frequencies, modems, wireless routers, mobile and computer operating systems, IP addressing and networking technology. Maintain the CMTS system and LaceyTech server which controls all of the Resident connected modems and supplies internet to CampusNet clients. Support the SeniorTV system supplying television to CampusTV clients.
• Support and comprehend the SeniorTV equipment at the Cultural Center head-end, and provide support to any upgrades and replacement of equipment.
• As needed, support TV cable boxes with updated features, and train Residents how to use the cable box.
• Provide support to the Pandora music equipment as needed.
• Support the sound systems at Southern Market.
• Work with vendors on new construction and/or renovations to provide AV technology.
• Provide primary support to maintain and administer the developing GPON infrastructure which provides Internet, TV and Phone service over a fiber infrastructure to CampusNet/TV clients. GPON is currently being implemented at Southpointe and will expand within WVC in the future. To support this technology knowledge is required of single-mode fiber capabilities, transmission, terminations, bandwidth, and electrical freque.
• Recommend, plan and perform upgrades to CampusNet/TV infrastructure as needed.
• Ability to use technical and mechanical tools to connect, diagnose and repair issues with CampusNet/TV, GPON and WVC cabling infrastructure.
• Prepare and coordinate sending equipment out for repair and/or communicating with vendor to troubleshoot IT Department hardware and CampusNet/TV related equipment.
• Properly escalate unresolved issues to appropriate source such as internal staff or consultants.
• Ensure all issues are properly logged.
• Follow up with clients to ensure their IT systems are fully functional after troubleshooting.
• Maintenance and organization of required documentation with attention to detail.
• Participate in projects with IT department and other department personnel.
• Stay current with IT and networking technologies through a variety of educational curricula.
• Provide updates, status, and completion information to Residents, the System Administrator or the Senior Director of IT and/or other team members via voice mail, e-mail, or in-person communication.
• This position will back up the IT Help Desk should an event arise were additional support is need or the IT Help Desk is unavailable.
• Part of IT On Duty rotation covering evenings and weekends. This is approximately once every 7 weeks depending on number of IT staff.

Qualifications:

• Minimum of Associates Degree in Information Technology or 2 year related experience, and/or training; or equivalent combination of education and experience.
• Ability to read, analyze and interpret technical procedures and periodicals.
• Ability to write reports and procedure manuals.
• Ability to effectively present information and respond to questions from Residents, Team Leaders and Team Members.
• Ability to speak effectively before groups of Team Members of the organization. 

Hours:

• 40 hrs/week

Schedule:

• 8:00am-5:00pm with on call

Location:

• The North of Willow Valley Communities 
• 600 Willow Valley Square, Lancaster, PA 17602

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Employment Type: FULL_TIME